Help Desk Specialist: End-User Support & Ticketing

Illinois State Board of Education; Springfield (IL); On-site; USD 45,000 - 60,000; Full time

Job summary

Illinois State Board of Education is seeking a Help Desk professional to provide front-line support for internal and external users through email and phone channels. You will handle simple software and program-related issues, assist with password resets, and document ticketed requests in a multi-queue system.

Primary duties include resolving basic technical problems, escalating as needed, and participating in training and department meetings to stay current with agency systems and policies.

Qualifications

• Associate's degree or HS diploma with two years related education, training, or experience.
• Two years of customer service with at least six months providing technical/Help Desk support.
• Six months of experience with multi-line telecommunication systems or receptionist duties.

Responsibilities

• Provides technical assistance to end users via Agency mainlines.
• Creates, updates, escalates, and closes Help Desk tickets.
• Assists end users with ELIS account creation and password resets.
• Assists IWAS with account setup, password resets, and access requests.
• Directs staff to self-service resources for password resets and unlocks.
• Attends training for new Agency systems and participates in department meetings.
• Represents Help Desk in Agency meetings.

Skills

Customer service

Technical support

Multi-line telephony

Communication skills

Problem solving

Independent workflow

Team collaboration

Education

Associate's degree

High School Diploma plus 2 years related experience

Tools

IWAS

ELIS

Job description

Illinois State Board of Education is seeking a Help Desk professional to provide front-line support for internal and external users through email and phone channels. You will handle simple software and program-related issues, assist with password resets, and document ticketed requests in a multi-queue system.

Primary duties include resolving basic technical problems, escalating as needed, and participating in training and department meetings to stay current with agency systems and policies.